Last night I had a brand new group of high net worth clients on their first coaching call with me. Each of them had paid $5000 to join a live Q&A phone conference with me and the rest of the group. For a half hour I shared strategies about what I call, “Kissing Your Customers.” This is how you build brand loyalty and cause your customers to fall in love with you, your products and your services.

After 20 minutes I opened the call up for questions. The first client asked a question, and I answered. Then I heard what sounded like church bells as my new coaching clients began hanging up!

Ding! Ding! Ding! It was a mass exodus!

I thought, “Was it something I said?”

Only a dozen people remained on the line with me and I finished the call with some more training since nobody else had questions.

Shortly after I concluded the coaching call, the conference service I use informed me that there had been technical difficulties…. Not only had the conferencing service kicked all but 12 of my clients off the conference line— but the 12 that had remained didn’t hear a word I said! The call had gone dead for about 20 minutes!

I was both appalled and amused. I was appalled that folks who had plunked down thousands of dollars to glean my systems for accelerating their businesses had this terrible experience on their first coaching call with me…

And I was amused that a dozen of them stuck with me—even through 20 minutes of silence!

I jotted out a quick email to my clients to let them know what had happened and added two additional coaching calls to their coaching package, PLUS a free assessment of their websites and logos. It was my way of apologizing and adding value to them because of the inconvenience.

This morning I awoke to a flurry of emails from happy clients! Typically in a situation like that there’d be angry demands for refunds. But I kiss my customers (figuratively speaking of course) and as a result they love me. And I love them for their lovely response!

Kiss your customers and they kiss you back.

That, my friend, is how to turn blunders into blessings… and future business too!